New! DuveAI Exception Rules for SmartReply Auto Answer Mode – Duve

DuveAI’s Auto Answer mode allows hosts to automate replies to guest messages. However, some hosts prefer to maintain control over how AI interacts with specific guest segments like VIPs, members, or long-stay guests.

With Exception Rules, hosts can now override the default Auto Answer mode and set DuveAI to use Suggestion mode for selected types of reservations — based on real guest and reservation data.

This gives hosts more flexibility, confidence, and control when using automation for sensitive or high-value guests.

What are Exception Rules?

Exception Rules allow hosts to define conditions under which DuveAI switches from Auto Answer mode to Suggestion mode, based on guest or reservation attributes.

For example:

Set DuveAI to Suggestion mode for guests with VIP codes
Use Suggestion mode for guests in the "Gold" membership tier
Avoid full AI replies for guests who made special requests (e.g., "honeymoon", "babysitter")

Availability

This feature is currently in pilot. To enable this feature, please contact Duve Support or your Customer Success Manager.

How to Set it Up?

You can find the Exception Rules inside the SmartReply Settings panel under the Auto Answer Mode section.

Supported Parameters

You can build Exception Rules using these parameters:

Parameter	Conditions	Notes
Agent	is / is not	Refers to reservation owner
PMS Reservation Status	is / is not	Based on synced status
Booking Source / Second Label	is / is not	E.g., Expedia, Direct
Membership	is / is not	True if guest is in loyalty program
Member Type	is / is not	E.g., Gold, Silver
VIP Code	is / is not	Custom value from PMS
Special Request	contains / does not contain	Free-text field
Custom Questions	is / is not	Based on answers guests provide

🧠 How AI Mode Is Assigned

DuveAI will evaluate the guest’s reservation each time a chat is opened. The logic is as follows:

Start in Auto Answer Mode
If any Exception Rule matches, switch to Suggestion Mode
If reservation data changes (e.g. new VIP code), AI mode re-evaluates automatically

Example: A guest books directly, and AI is set to Auto Answer. Later, a VIP code is added → DuveAI switches to Suggestion mode in real time.

Common Questions & Answers

Question	Answer
Can DuveAI be disabled for a specific reservation only?	No. Only guest segments (via Exception Rules) can override the AI mode
What if multiple rules match for a guest?	If any rule matches, Suggestion mode is applied
Are Exception Rules applied to all communication channels?	Yes, across all Communication Hub channels
What if guest data (e.g., membership) changes later?	DuveAI re-checks and updates mode in real time
Can I create more than 5 rules?	Yes. The UI displays 5 at a time and becomes scrollable
What happens when I click "Cancel" in the Exception Rules modal?	All changes are discarded — nothing is saved

✅ Best Practices

Use Exception Rules to protect high-value guests from feeling like they're speaking to a bot.
Combine with Custom Questions to fine-tune your AI behavior based on guest intent.
Use "Membership" and "Member Type" for loyalty-based personalization.